Transavia Creates Memorable Experiences With Pega CRM

Enabling a 360-degree view of the passenger | 3:09

The vision of the Interaction Platform is that it does away with the whole concept of back office. We will turn all of our employees into front-office employees, working for one sole idea, which is improving the customer journey and creating those memorable experiences in whatever function they have.

Mattijs ten BrinkManaging Director – Chairman, Transavia

The Business Issue

For more than 50 years, Transavia has been The Netherlands' friendly airline. To sustain its competitive positioning, Transavia couldn't merely survive on being a low-cost service provider. The airline also had to provide an end-to-end customer experience superior to its largest competitors around the world. To deliver on this strategic objective, Transavia needed an intelligent interaction platform to break down organizational silos and sufficiently equip employees at all customer touch points to make smart decisions based on relevant data.

The Solution

With Pega CRM, Transavia built Transavia Interaction Platform (TIP). Armed with smart data, Transavia employees are now able to offer relevant services and sales throughout the entire customer journey. TIP does this by providing a 360-degree view of the passenger, which empowers the airline's staff to recognize individuals' needs before and after their time on board. With TIP, Transavia provides a memorable experience for its passengers and a distinct competitive advantage for its business.

The Results

Single source of truth for passenger data, flight data, and employee data

Pega CRM Applications

About Pegasystems

Pegasystems Inc. is the leader in software for customer engagement and operational excellence. Pega’s adaptive, cloud-architected software – built on its unified Pega® Platform – empowers people to rapidly deploy, and easily extend and change applications to meet strategic business needs. Over its 30-year history, Pega has delivered award-winning capabilities in CRM and BPM, powered by advanced artificial intelligence and robotic automation, to help the world’s leading brands achieve breakthrough business results.